Complaints
This profile includes complaints for The Home Depot's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 11,841 total complaints in the last 3 years.
- 3,458 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:04/12/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I paid Home Depot $4,329.98 for 10 Bird Of Paradise Artisan Kitchen Aid Mixers. I wanted to return 7 they canceled my return labels so, I returned the returning 7 in store. Now theres 3 of them that are lost with ***** and they will not come to a resolution with me about that because those packages being lost arent my fault. They keep saying dispute with my bank, but thats my last option. I rather just go ahead and try BBB. Keep in mind I received 7/10 and the other 3 have not shipped.
Business Response
Date: 04/24/2023
April 21, 2023
Sent Via Email
Attn: **************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************
RE: ************************* / BBB Case #: 19929272
Dear *************:
We acknowledge the receipt of the BBB Case #: 19929272
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Online Executive Escalation team contacted and advised the customer to dispute the missing items with the FedEx carrier and/or his financial institution to be reimbursed.
With that being said, The Home Depot considers this matter closed. Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
**************
Executive Escalations
The Home Depot - Customer Care
P:***********************
F:************
Reference No. 32195182
..Customer Answer
Date: 06/29/2023
I ordered 10 Kitchen Aid Mixers for my grand mothers cooking class and Home Depot denied my return because I got the wrong color. I returned 7 in store because they said return in store for an item that is returnable online VIA **********, drop off or return in store instead they have that stupid TRE (The ***************) they are denying my returns. The order total is $4,329.89 I received $3030.92 back only im waiting for the other 3 to be refunded they're literally holding off until the 90 days, so I don't get a refund.Business Response
Date: 07/05/2023
July 5, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************
RE: ************************* / BBB Case #: 19929272
Dear **************:
We acknowledge the receipt of the BBB Case #: 19929272.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Online Executive Escalations Team contacted the customer via email/phone to confirm receipt of the gift card offered in lieu of a refund for the missing items. The team was unable to reach the customer;however, if any additional assistance is needed, please advise the customer to contact the agent who reached out to them (********* @ ************************).
With that being said, The Home Depot considers this matter closed. Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
**************
Executive Escalations
The Home Depot -Customer Care
P: **********************
F: ************
Reference No.32195182Initial Complaint
Date:04/12/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 02/24/2023 I purchased a ******* Washer/Dryer from Home Depot online. Order #WE15237556 for $1,609.81 On 03/08/2023 Home Depot came to my home with the washer and dryer but was unable to install it because my Garage Door would not open and they cannot fit down the basement door. They left the washer and dryer in my living room and left. I paid a contractor $475 to repair my garage door. On 03/30/23 Home Depot came to my home and reviewed the dryer and said it was defective and would not able to install it and told me to call and request a replacement. They left the washer and dryer in my living room. I called extremely irrate. They said they would be back out 04/05/23 with a new dryer and will install the washer and dryer and take the defective dryer with them. On 04/05/23 Home depot came to my property. They moved the washer to my basement. Then they told them the dryer they brought with them is defective as well. Home depot has brought 2 broken dryers to my home. They left the washer and took both defective dryers with them. I called later that day and they told me to call back the next day. The next day I called and rescheduled. They said they will come out with a new dryer 04/12/23. On 04/12/23 at 12:42pm Home Depot called me saying the tech is running late but will be there. At 2:12pm I got a email saying the tech is two stops away. At 6:14pm Home Depot called me saying they are unable to come out and I have to reschedule for Monday 04/17/23. I called Home Depot to request a refund and pickup After explaining the story 3 times I requested a supervisor. I was disconnected. Home Depto has cost me time off work, money and extreme stressBusiness Response
Date: 04/24/2023
April 21, 2023
Sent Via Email
Attn: **************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE:******* Constant / BBB Case #: 19929249
Dear *************:
We acknowledge the receipt of the BBB Case #: 19929249
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Online Executive Escalation team contacted the customer to apologize for this experience and to confirm a successful delivery on 4/21/2023; the customer confirmed. As a customer ********************** gesture, the Online team discounted the customers order for the inconvenience.
With that being said, The Home Depot considers this matter closed. Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
**************
Executive Escalations
The Home Depot - Customer Care
P:***********************
F:************
Reference No. 32195198Customer Answer
Date: 04/24/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************Initial Complaint
Date:04/12/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I rented a Mantis Tiller from Home Depot today, when I got it home my son started to use it then he noticed that the tines that till the soil were on backwards. The tiller was hardly cutting into the soil and we have just finished having a good rainy season. Our ground was not super hard. We continued to try and work with it, it became harder to use than just doing it by hand. So we finished the job by hand. Then we cleaned up the mantis and returned it to Home Depot. I explained to the worker that the tines were on wrong and he stated that they were all like that. I again explained that for the tiller to work the knife edge of the tiller would have to be cutting into the ground to effectively work. I then went to another ******************* on the shelf and pointed out that the tines were facing the correct way and the opposite of the one I had taken home. He then stated that the Tiller I borrowed should one till the first 1in to 1.5 in Which is not the description that this tool has on the Home Depot tool rental website nor what I believed I was renting. I was told that it was put together correctly and they gave me back my deposit minus the rental fee. When I tried to explain to Customer ********************** about the tool they had rented me they said they could not help me and to talk to the tool rental people again. I would really like a refund to the tool retail because it was not put together correctly and we did not use it anyways cause it did not work. I am attaching all the paperwork plus pictures of the tiller we borrowed and the one on the shelf. Plus the description of the tool I believed I was renting. I am requesting the Better Business Bureaus help as Home Depot was completely in the wrong by renting a tool that would not work unwilling to help resolve the issue. Thank you and I look forward to hearing from you. *****Business Response
Date: 04/18/2023
April 18, 2023
Sent Via ************************************************* Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************************************************************************************
RE: ************************* / BBB Case #: ********
Dear **************:
We acknowledge the receipt of the BBB Case #: ******** .
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with the Store Team, who refunded the customer in full, for the rental.
With that being said, The Home Depot considers this matter closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*****************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: 32197890
Thank you kindly,Customer Answer
Date: 04/21/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
Date:04/12/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On February 23, 2023 I purchased a kitchen undercabinet vent hood from Home Depot store **** in ******* and paid $199 for the vent hood and $99 for installation (order number H****-227687) so the air will vent to the outside. After installation, I saw that air was blowing back into the house from the joint between the cabinet and the vent hood. I called the installers, and they told me this is normal and put patch-up tape to try to seal. Air was blowing back into the house from a place it should not. It also provides a place where oils can accumulate and in time become a fire hazard.I contacted Home Depot many times, sent them videos of the leakage and also the patch-up tapes the installers added. Home depot said this is normal and there is nothing they can do and sent me a denial letter. I wrote to the manufacturer of the vent hood Vissani and sent them the videos I shared with Home Depot. ******* said the installers did not follow the correct installation methods and did not seal the unit properly, and very clearly said the installation is wrong. I sent the manufacturers recommendations to the Home Depot, and they said once a denial letter is sent, there is nothing they can do to overturn it. They made this statement even after they had the information from the manufacturer that the installation is wrong.Business Response
Date: 04/21/2023
April 21, 2023
Attn: Mrs. ****************************** Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: ***************************** / BBB Case # ********
Dear ***************
We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding a range hood ordered from The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot has provided the customer with compensation for the range hood and installation.
With that said, The Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***********************
Home Depot Customer Care
Resolution Expeditor - Executive Escalations Team
Phone# *************************
Fax# **************
SF Case#: 32119527Customer Answer
Date: 04/26/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************Initial Complaint
Date:04/12/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
New carpet installed in our home in 2017. ******* appeared shortly afterward. We split the cost of re-stretching the rippling areas with **** Depot. Eventually, all the ripples re-appeared, with more that followed. We have counted 22 places where our carpet has ripples. Obviously, this carpet is defective. We filed a claim with **** Depot, ( [Ticket: ******* ] MB **** ******** 125528124/198027017 ROLLING CARPET) and followed that up with pictures of the rippling, as requested. That was on March 14, 2023. Since then, we have not even received the courtesy of an acknowledgment of receipt of the pictures, despite us asking for an update on the matter on March 28, 2023. It seems the ************************ of **** ********************** just hopes our claim will go away if they ignore us long enough. We are terribly disappointed in **** Depot, a company we once thought was honorable. Defective product, defective installation, defective customer ********************** seems to be **** Depot's unwritten motto.Business Response
Date: 04/19/2023
April 19, 2023
Sent Via Email
Attn: ****************************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: *********************** BBB Case # ********
Dear ****************:
We acknowledge the receipt of the BBB Case # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We have partnered with the Canadian Executive Escalations Team regarding the customers case. At the conclusion of the review a denial letter was sent to the customer as the warranty has expired on their merchandise.
With that being said, The Home Depot considers this matter closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
***********************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********/Ticket 5184251Customer Answer
Date: 04/19/2023
Complaint: 19927571
I am rejecting this response because: it fails to take into account the laws of the ******************** pertaining to the implied warranty of fitness for goods sold for a specific purpose. Rather, it simply parrots the voluntary, minimal warranty that Home Depot hopes will dissuade people from pursuing their rights-at-law. Home Depot sold us a fundamentally defective product.Sincerely,
Don And *****************************Business Response
Date: 04/20/2023
April 20, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************************************************************************************
RE: ***********************/ BBB Case #: 19927571
Dear **************:
We acknowledge the receipt of the BBB Case #:19927571.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her purchase with our company.
As previously stated, The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We have partnered with the Canadian Executive Escalations Team regarding the customers case. At the conclusion of the review a denial letter was sent to the customer as the warranty has expired on their merchandise.
With that being said, The Home Depot considers this matter closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide.The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
***** Baxter
The Home Depot
CUSTOMERS FIRST
Resolution Expediter- Executive Escalations
Phone: *************************
Schedule: Monday- Friday 9:00am-6:00pm EST
Case #: 32195292Customer Answer
Date: 04/20/2023
Complaint: 19927571
I am rejecting this response because: Home Depot continues to deny its responsibility for defective material and workmanship, despite overwhelming evidence that the carpet has failed to meet reasonable expectations for a product of this type. Home Depot's response is shameful. Unless Home Depot addresses our concerns in a reasonable way, we will have no choice but to relate our experience in a BBB review and by word of mouth. Never buy from a fly-by-night company that treats its customers shabbily once it has their money.
Sincerely,
Don And *****************************Initial Complaint
Date:04/12/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On December 12, 2020 I purchased a Rheem Water Heater from Home Depot *********** # ****. On April 12, 2023 my plumber advised me that the water heater unit was defective and thus not making hot water and should be returned to Home Depot. The purchase price of the unit was $599+tax. Home Depot would not replace the unit, only give me partial store credit for the unit. In addition, there is a price differential on the same heater unit between December 2020 and today. Home Depot charged me an additional $268.10 for me to replace a defective water heater sold by Home Depot. I had no choice at that time as i had a plumber waiting and need hot water. The manager at the store, *******, was useless and ineffective in helping me. he even refused to sell me extended warranty on replacement unit. Considering the thousands of dollars of business i have given Home Depot over last 30 years as a homeowner, Home Depot *********** # **** manager *******'s behavior was disgusting.Business Response
Date: 04/21/2023
More saving. More doing. *******, ******* 30339
April 21, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: *************************/BBB Complaint #********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot store manager has reached out to the customer to address the concerns expressed in the complaint. The customer has been offered a one-time courtesy gift card which will be sent by mail and is satisfied with the resolution. No further action is needed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
Sha-***********************
The Home Depot ************** Executive Escalations Team
P: ********************
F: ************
Case: ********Initial Complaint
Date:04/12/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
purchased upright freezer ** Model HUF13STRBWW, serial# ******** on 2/2/2023 that was delivered to my new home address on 2/11/2023.After delivery and installation by Home Depot I was advised to allow ***** hours for freezer to be at freezing temperature. after 24 hours it was not even cold, as per manual, did the reset functions on inside reset function buttons. Still not cold after 3 days, called the Home Depot location where purchased and was told did not purchase the Home deport Extended Warranty, they could not do anything about it. Few days later went back to the same Home Depot store and was advised they would send someone out. The installer came back and advised freezer has no Freon. They dispatched a service tech from ****** Service Center under the ** warranty. Tech stated freezer has no Freon and advised it needs to be pressure tested and repaired. The Tech did not have tools to test and repair. After 2 weeks of calling Home Depot, no resolution was offered. They just stated there was no extended warranty purchased. This was still all done under the 30 day purchase warranty that Home Depot refused to repair, replace or return/refund. Looking for resolution of return and refund under 30 day return policy.Business Response
Date: 04/17/2023
April 17, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************************************************************************************
RE: ****** Rahnefed / BBB Case #: 19924099
Dear **************:
We acknowledge the receipt of the BBB Case #: 19924099
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Online Executive Escalation team contacted the customer to apologize for this experience. As a customer ********************** gesture and one-time accommodation, the team issued a partial refund and offered a gift card to cover the haul-away fee on their new order.
With that being said, The Home Depot considers this matter closed. Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
**************
Executive Escalations
The Home Depot - Customer Care
P: ***********************
F: ************
Reference No. ********Initial Complaint
Date:04/12/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed an online order with Home Depot (ORDER NUMBER WB42578608) on April 8, 2023 consisting of:21 Rolls of ***** Corning R-30 Unfaced Fiberglass Insulation Roll 15 in. x 25 ft.20 Gold Bond High Strength LITE ************ 1/2 in. x 4 ft. x 8 ft. dry wall sheets 10 Ply-Bead Plywood Siding Plywood siding beadboard Panel (Nominal: 11/32 in. x 4 ft. x 8 ft. ; Actual: ***** in. x 48 in. x 96 in. )Shipping to my home address (***************************************************************)The order was delivered on April 10, 2023 to the home address consisting of 20 sheets of Gold Bond High Strength Lite ************, and EIGHT Boards of Ply-Bead Plywood Siding Plywood siding beadboard Panel (Nominal: 11/32 in. x 4 ft. x 8 ft. ; Actual: ***** in. x 48 in. x 96 in. The ***** Corning R-30 Unfaced Fiberglass insulation and two sheets of beadboard were missing. Additionally, where a signature was required for the delivery to be approved - THE DRIVER SIGNED THE INVOICE! When I called the Home Depot to inquire, the sales representative that answered the phone indicated the manager would look into it. As a result, I required to speak to the manager. After being on hold for 25 minutes, the manager answered the phone and as I began explaining the situation, she began yelling over me, and cut me off from explaining the situation. THEN SHE HUNG UP THE ****** After 45 minutes of my evening occupied by Home Depot.The Settlement I demand is all materials delivered to my home address, and a refund of the delivery fee that I was charged ($79.00). The Order is required to be delivered by Tuesday April 11, 2023, or a FULL REFUND FOR ALL PRODUCTS ($1,275.88) IS DEMANDED!This behavior is completely unacceptable by Home Depot.Thank you for your assistance, ************************************Business Response
Date: 05/11/2023
May 11, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************RE: ********************************* / BBB Case #: 19920166
Dear **************:
We acknowledge the receipt of the BBB Case #: 19920166.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with our Online Escalations Team, who contacted the customer regarding their complaint. The store advised that they were having IT issues, but the truck would deliver the remainder of the order. After following up with the customer, they confirmed that the remainder of the order was successfully delivered on 4/19. Due to the delay, the customer was also refunded their delivery fee.
With that being said, The Home Depot considers this matter closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
Monti W.
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: 32195316Initial Complaint
Date:04/12/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I worked with a gentleman to buy a dishwasher and he handed me off to another associate that ordered the wrong dishwasher and was delivered to my house. Having to call them to try to rectify it and new unit has been ordered. I asked for compensation with a install due to the inconvenience and their mistake. It was denied.Business Response
Date: 04/20/2023
April 20, 2023
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
**************************************************************************************************
RE: ******************************* BBB Case # ********
Dear *****************************,
We acknowledge the receipt of the *************** Consumer # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Our Online Resolutions Team has been assisting with this matter. The Online Resolutions Team has successfully advised that, the customer shared that the delivery went well, the previous dishwasher was picked up, and that the refund process for the order has been verified on 04/17/2023.
Please know that it is The Home Depot's goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers' patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********Customer Answer
Date: 04/20/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************************Initial Complaint
Date:04/12/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
10Apr23, I placed an order for delivery online. I paid $35 for express delivery brining my total to almost $200. I did not receive my order as expected on the 11th. I used the chat option on my Home Depot account. The chat rep who I connected with for the non-delivery, after knowing this greeted me with emojis of unicorns, bird faces, wrenches, two types of flowers and bolts. I thought I was contacting a professional company, so I requested the rep ******* from anymore emoji use. After over 5 minutes ****** decided to smugly respond sure for "OUR" conversation, which was capitalized, and she reassured me she was an adult. I do not believe that. I tried to continue our conversation of an order status, and the $35 delivery fee. She continued to ignore the additional fee I was charged, and said I needed to wait five minutes so she could talk to the delivery people. At that point I realized this was a lost cause and requested my order be canceled. She gleefully cancelled her order and thanked me for my order and future orders. It clearly was no issue to your rep the missed delivery or canceled orders. I let her know I would not be making any future orders, and she responded "Great!"I am trying to make sure I make your company and rep happy by not purchasing anymore products. I have successfully removed my card, and items from my cart but can't close my actual account.I tried calling, as clearly chat was not an option. I was disconnected the first attempt, 2nd attempt got through but to the wrong department, where I was transferred to a disconnected line, 3rd attempt sent me in a loop. I then tried to email your customercare email in which I was greeted with an auto reply message saying, "we don't monitor this email, but you can call or text for customer **********************".......I tried that an ungodly amount of times for this simple request.I don't know why Home Depot is refusing to let me close my account, in line with the aspirations of your employees.Business Response
Date: 04/19/2023
April 19, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************************************************************************************
RE: ***************************** / BBB Case #: 19926248
Dear **************:
We acknowledge the receipt of the BBB Case #: 19926248
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Online Executive Escalation team contacted the customer to apologize for this experience, but the customer replied via email that he no longer required assistance and wished for his account to be removed as he would purchase elsewhere. The team submitted a cancellation request internally. The customer was advised the removal would take up to 48 hours to complete and that he would no longer have access to the account on HomeDepot.com.
With that being said, The Home Depot considers this matter closed. Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
**************
Executive Escalations
The Home Depot - Customer Care
P: ***********************
F: ************
Reference No. ********Customer Answer
Date: 04/19/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. And no other dime will be spent on those Children fraudulently running a company
Sincerely,
*****************************
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